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The intent of the study was to assess the customer satisfaction and e banking services quality in Tanzania the case of CRDB Bank –Waterfront Branch. The sample size for the study was 98 respondents. The objectives of the study were to identifying the major service quality dimensions that satisfy customers in internet banking, examine the extent of customer satisfaction from supporting internet banking service in Tanzania the case of CRDB Bank, assess the quality of internet banking services of CRDB Bank, examine the effect of e-banking on customer satisfaction and measures for improvement in the internet Banking in Tanzania for the case of CRDB. 98 customers of CRDB Waterfront Branch were interviewed using questionnaires and 3 CRDB ICT officials from CRDB Head Office Azikiwe Dar es Salaam were orally interviewed.
It was observed that awareness of e. banking to customers is through different media including their colleagues. However it was revealed that customer awareness increases customer satisfaction with the services. It was also revealed that, the following are the factor that limit customers to be satisfied with the e banking, these are not knowing the procedures for joining, weak security, high cost charged by e. network providers and bank, slow data transmission, complication in the use of services, lack of enough support from the bank, possibility of high error in transmission, dislike to use e. banking. In this study some respondents (customers) had negative perceptions on adopting e. Banking services in banking industry as, Network Failure, Incorrect Payment Processing, Losing Money, Fear of Getting Compensation, and Time Consuming to Learn E- Banking, Fear of Disclosing Privacy Information, Unauthorized Access of Bank Account, Security Concern, Expensive internet Cost (buying internet bundled), and Expensive Bank Charges. |
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